I was recently asked what is one of the biggest lessons I have learnt as a business owner. There have been many and I hope there are many more. My journey is continuous and I never want to stop learning and improving but I thought I would share my current answer.
Be consistent and fair.
Although it is something that on the surface seems obvious, in practice it can actually be quite difficult. Particularly for an empath like me. You see, being fair and consistent doesn't mean always doing the same thing. Equality doesn't mean treating everyone the same. Equality means that each individual has the same opportunity and this means taking into consideration individual needs and circumstances.
Our businesses are innately client- centred. As studio owners, we work very hard to ensure our students (often children) have the opportunity to reach their potential. As teachers, we see individual strengths, weaknesses and needs. As business owners, we see individual circumstances, struggles and victories. It is often hard to balance these things with our rules, policies, procedures and expectations.
It is vital to have very clear and consistent rules, policies, procedures and expectations. I ensure across all my platforms and communication (eg. website, handbook, newsletters) that the wording remains uniform. If I encounter a situation, I update my policies. I review these things very regularly. Not only does this protect me and my business, but it helps to create a safe and harmonious environment and loyal customers. People know what to expect and they each receive the same quality service and it ensures they are treated equally and fairly. This also means having room to make decisions that take into consideration their individual needs and differences.
When I am presented with a situation that challenges my rules, policies, procedures or expectations, I take a moment to step back and take the emotion out of it. Often these scenarios feel deeply personal, but almost all of the time they are not. This for me, usually involves talking the situation over with someone who has no personal connection to the people involved (such as my husband). This can help you gain perspective without your personal feelings and bias coming into play.
Next, I think of the 'what ifs'. What would happen if I allowed this/didn't allow this? If it was someone else, would I react the same? What if this kept happening in the future, would I react the same? Do I want it to keep happening in the future?
Next, I try to figure out if there is another issue in play. Sometimes what is presented to you as the issue, is not actually the issue at all. By determining the real issue, it can help you to come up with a plan on how to proceed.
The last step involves taking into consideration individual circumstance. It is important to do this last as it can overshadow the other processes. Would the action be fair/unfair based on their individual circumstances. We must have policies, rules and expectations but it is impossible to have a 'one size fits all' approach and create equality.
Within the above, it is also imperative that you consider the fairness to you, your business, your staff and the other students/families in whatever action you take.
The way I approach these situations also greatly depends on how it is presented to me. You cannot allow yourself to be distracted by emotional manipulation (eg. "My child will be devastated") or threats ("we will go to another dance school"). I don't think I have ever encountered a situation where this type of language was used that was fair and reasonable.
With practice, experience and time, it does get easier to truly be fair and consistent. What makes us awesome teachers and studio owners is the same thing that makes it difficult. I would never want to lose my compassion, understanding and personalised service but it is also important to learn to make sound decisions for your self, your business, your staff, your clients and your students.
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